1win Casino - プレイヤーは確認に苦労します。

Hello iev777,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Can you please clarify the waiting period, it is 4 or 14 days?

Looking forward to your answer.

Regards,

Nick

I've sent documents on Aug 8th.

After that I have no response at all, only automatic replies.

Thank you iev777 for the clarification. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi iev777,

I've just reviewed your case and am sorry to hear that you have to deal with this problem. I'll try my best to help you by contacting the casino.

Dear 1win Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please provide us with more information regarding the case? Are there any special reasons for the player's account to be not verified for such a long time?

I'll set the timer for 7 days and hope to hear from you very soon.

Best regards,

Natalia

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Discussions about this complaint are ongoing in a private conversation. 

Hello, iev777!

Verification of your account is successful! At the moment the account is working in normal mode and you can use all the functions of the site. 

Specialists have checked the history of withdrawal from your account, and the status of the last procedure - "Successfully". Money was credited to the specified by you requisites.

Please clarify whether you have any difficulties in using our site at the moment?

Best regards, 1win team.

Dear 1 Win team, thank you very much for your reply!

Dear iev777, can you please check in your account that the verification is now completed? As the casino representative says, your withdrawal request should be processed, so I hope that you will soon receive your winnings. Please, let us know about the current status of your case. I'll set the timer for 7 days, hope to hear from you during the set time frame.

Regards,

Natalia

Dear iev777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear iev777,

we haven't heard from you for a while and, unfortunately, I'm forced to reject your complaint since we cannot continue with the investigation without cooperation from your side. But you can request to reopen the complaint at any time.

Regards,

Natalia